Why Having a Trusted Advisor Matters: A Client Story

Introduction

Hi there! I'm back with a story about how having a trusted advisor can make all the difference when dealing with tech and security issues. From overcoming tech fears to conquering advanced security challenges, I recently had an experience with a client that perfectly highlights this.

The Client and the Situation

So, I received a call from a client who runs a 200-employee company in the United States. They were using Microsoft technologies and had a potential security scare. This client is a big deal in his company and very well-known to his vendor. He got held in the vendor's helpdesk call queue for 10 minutes on the issue! He was annoyed enough to raise a ticket instead. Even then, it was more than half a day before the vendor got back to him, and the response was not very reassuring.

What the Client Expected

Naturally, with VIP expectations come fast expectations. My customer was expecting a rapid response; he actually expected the vendor to jump right on the issue, figure out if there was a hack, and keep him posted throughout the process. Instead, he got a slow response and a vague explanation blaming regular system updates for the scare. No wonder he was upset!

How I Helped

My client texted me right after his vendor let him down. We talked through what happened, and I dug into the details. I checked the access logs and found multiple attempts to breach the system from Russia. This flagged in my head re the vendor's security controls. My recommendation? Come up with some follow-up questions and I'd be signaling my requirement for a full-on security review. I also informed him that, as per our discovery, the vendor might be failing to live up to their end of the contract.

The Outcome

Armed with my advice, the client approached the manager in charge of the vendor relationship to go over the various options. He was greatly relieved to have someone he could confide in about his worries and obtain practical advice from. We're waiting on pins and needles to see the vendor's response, and I'm prepared to step in again if necessary.

Lessons Learned

Here are a few takeaways from this situation:

1. Review Contracts Thoroughly: You want somebody who can look at a contract from both the tech side and the legal side, so that all the services that you're expecting are clearly defined.
2. Actively Manage Relationships: Like in any relationship, this kind also needs attention and management.
3. Understand the Contract Terms: Everyone involved should understand the practical terms of the contract to avoid misunderstandings.
4. Benefit of an Advisor: Having an expert involved helps both the client and the vendor communicate better and resolve issues more effectively.

What's in it for You?

Perhaps you're wrangling vendor relationships and just want to keep things on the straight and narrow. I can draft clear, understandable contracts, track delivery dates, and perform regular reviews to keep everyone literally reading from the same page and working together happily.

Additional Insights

One other thing: It's incredibly useful to make vendor management part of someone's role, particularly if your organization works with highly sensitive data. It helps you know who has the right insurance, standard procedures, and escalation processes in place. It is hard for smaller companies to manage, but it sure does pay off in the end when one considers the potential risks against the reward of strengthened business relationships.